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Went to EM's lube shop for oil change and was asked they could check my air filter. The technician wedged the air filter housing apart vertically snapping of the fastening tabs on the back of the housing-very large noise as the tabs broke that was loud enough for the other technicians in the shop to hear and all look over. I then asked if anything had broken and the technician lagughed and said not at all. Technician then pulled the air filter out dragging it through the broke housing thropugh the gap created. This could all be seen easily through the large opening between my hood and rest of the truck. He shoed me the air filter and said yes go ahead and replace it. He then had to pry the housing apart more and there was one more snap as the last tab broke and he pushed the filter in the gap and closed the snaps on the front. This left the back of the housing wide open and the filter not doing anything since air would pass now into the motor without going through the filter. I then proceeded to work and on arrival opened my hood and instpected the damage. I then followed the 7 word instructions on front of the airfilter housing to remove it from the motor to open it. Instructions in bold say "remove housing from motor before replacing filter" This was all done with no tools and just my fingers. There is one hose clamp to remove but it was only finger tight. I had watch him loosen it but then proceed to not remove housing and just rip it appart instead. I remove the housing properly and opened it in manner of proper replacement in under 20 seconds.
I then took the housing back to EM's lube shop and showed it to the technicial who first said he had remove the housing from the motor, then said he did not think anything was broken at which time I stated "but the whole back of the housing was open when you were done!". The owner of EMs then said your getting a new housing so I should shut my mouth". And then told me I was a difficult customer and I could take my business elsewhere.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been a customer of Em's for over 15 years and I have never found them to be anything short of outstanding! I am also a die hard car guy that only lets a select few touch my vehicles. My working hypothesis is that this complaint has been created by some sort of a wierdo!
I would tend to agree with the above comments. There is obviously something missing in this guy's story. Em's is Great :-)
Em's is a damn good outfit run by real good people. I bring my car and my wife's car there on a regular basis. They have a couple of real nice gals running the wand wash just west of the lube shop. The fellow who made up this story is what I call an instigator and this city is packed full of those folks.
Col. Archie Hildebrandt
USMC Ret.
If you notice the comments added they were all made in same time period. The owner obviously just found this complaint and has his friends or staff covering for him. My complaint is also filled with Better Bussiness Bureau who is keeping it on record permanently. Since I did not ask for a resolution the BBB says it will be kept on file as part of history for EM's(case # 1625456). It was also suggested I file a complaint with Alberta Motor Vehicle Industry Council (AMVIC) which I am going the process of doing.
Sorry not an instigator. If anyone wants I have the part off the truck, the reciept, bill for the replacement part etc. This info also provide to BBB and will submit to AMVIC.
I have been taking vehicles there for years. The think I liked about EM's is that they don't hard sell you on additional items and services like most lube shops. The service was never as complete but I always felt it was a good trade off not having the hard sell. I used to bring the Alberta Environment vehicles for my region in here for service as well as it was close to our region office and fast.
I am sorry that I can not continue to do business there and I am sure they do not care as they are busy. I just want to let people know how ignorant the owner is and what you will have to put up with if things don't go right. I really do suspect the labour crunch has caused them to hire less experience or qualified of staff but that is no excuse on how to treat customers .
I expect he will retaliate with more negative comments against me...too bad you can tell your case without a bunch of lies to undermine it...but it is the internet and you can do what you want.
I have only been once and I never found the staff very courteous. I prefer to go to Lube City and the prices are good if you get the coupons(available online). I have not tried Mr. Lube yet or Lube X. Looking online it is amazing how many of these minute lube companies have there head offices in Edmonton. Currently I am moving to Ellerslie and I see a new lube shop going in near 91st Street and Elerslie road so I will be giving it a try.
Donna
I do in fact know the owner, as I have been a customer for many years. I have not brought this complaint to his attention, although I intend to! I have known him to be fair and ethical man. I fail to see your issue, as the part in question was subsequently replaced by your own admission. Mistakes are undoubtedly foreseeable and correctable. Your issue seems to be personal with the owner, moreover how would the general audience know that you did not provoke a confrontation? The evidence is clear; you have a complaint that is largely a non issue, lodged against a longstanding business whose reputation stands on its own merit. You now intend to undertake a largely futile crusade using organizations with limited influence and credibility. It is doubtful that you will find many others to substantiate your concerns.
By the way, I had my friend and my uncle post replies in addition to my own some 37 days ago, as they are longstanding customers as well. You took the bait and further disclosed your hostility towards the owner by implicating him with my response which he is very likely unaware of! I suspect he is more of a "take the high road" type of guy.
This shop sucks-try Lube City on 35 Ave-very thorough.
I will choose not to believe this complaint. Look at the grammar and spelling. Obviously it was composed by a nut-less monkey.
EMS quality of service droped. I only went there once recently, was there a few years ago and service was better. What really bothers me is the hairy head guy.. You ask him a question and he replies "WHAT!?"
They rush and over charge you. With the amount I paid for regular oil I pay at lube x for full synthetic oil. Their car wash was good, but recently they decreased the time. Go to your nearest hughes wash. Way more cheaper. As for the owners don't bother replying like you did with Todd. We know it's you. Hope u take this as a lesson and smarten up.
I cannot say for everyone else and their experience but I have nothing but the best to say for both service and owners. As for prices, I have seen cheaper advertised prices but beware by the time they add all hidden fees and surcharges you will be paying way more. I like the fact that EM's does not hide those fees, all is included in the price and you pay what you see unless you want them to do more.
I choose to go back there for good service and for the fact that for once you can actually talk to the owner. Try that at any other place, to even attempt to contact them you have to call a head office somewhere and talk to someone and by the time you figure no one cares for what you have to say you may have lost a day of your precious time. I never had to complain about anything when I was at EM's but if I ever do I know that owners are sitting at the office right there in the shop and I do not need to call some 800 number to talk to anyone. Way to go EM's for keeping up with the big boys. You cannot make everyone happy but I am happy with your service.